Lead Concierge - Retreat by The Gathering Spot

The Gathering Spot•Atlanta, GA

19d

About The Position

The Lead Concierge leads the concierge desk at Retreat by The Gathering Spot, modeling exceptional member hospitality while coordinating shift coverage, coaching concierge colleagues, and maintaining accurate member access, communication, and handoff practices. The role supports an exclusive private rooftop club operated by The Gathering Spot, a private membership club for professionals, creatives, and entrepreneurs that focuses on community, culture, connection, curated experiences, content, and dining. The Lead Concierge coordinates desk assignments and member arrival flow, handles elevated requests and initial service recovery within delegated authority, and partners with dining, events, operations, and security. The role also trains team members, checks records and handoffs, tracks supplies and equipment issues, prepares shift recaps, reinforces access and safety policies, and documents incidents. The position requires confidentiality, inclusive and respectful conduct, and evening, weekend, or holiday work when business needs require. Duties may evolve with operational needs, and other related duties may be assigned.

Requirements

2–3 years in hospitality or member services preferred, including experience training or leading peers.
Demonstrated judgment, conflict resolution, and organization.
Ability to communicate calmly under pressure.
Working proficiency with member databases, reservations, shift reporting, and standard office tools.
Ability to stand and move for extended periods.
Ability to use standard workplace equipment.
Ability to lift or move supplies and event materials as needed, with or without reasonable accommodation.

Nice To Haves

2–3 years in hospitality or member services, including experience training or leading peers.

Responsibilities

Coordinate daily desk assignments, break coverage, opening and closing readiness, and member arrival flow.
Lead shift huddles and communicate current events, VIP considerations, and operational changes.
Handle elevated member requests and initial service recovery within delegated authority; promptly escalate significant concerns.
Partner with dining, events, operations, and security to support smooth transitions and consistent member recognition.
Train new concierge team members on check-in, access controls, systems, etiquette, and confidentiality.
Audit shift logs, member records, and reservation handoffs for completeness and accuracy, and coach gaps in real time.
Track supplies, desk equipment issues, lost-and-found processes, and member communications requiring follow-up.
Provide shift recap reports, identify recurring friction points, and recommend practical process improvements.
Reinforce visitor access policies, emergency response steps, and appropriate handling of confidential information.
Promptly report incidents and policy exceptions, documenting factual details without speculation.
Maintain confidentiality and uphold an inclusive and respectful workplace.
Perform other related duties as assigned.